topic Re: No update for a month in My Order

No update for a month

AabbC2022 — Mon, 15 Nov 2021 21:09:24 GMT

I ordered the wireless router a month ago and not just have I not heard anything, but the activation date for the router is blocked on my account.
Is this normal or is there anything I’m missing about this?

Re: No update for a month

adam945 — Tue, 16 Nov 2021 11:33:16 GMT

Hello @AabbC2022

Thanks a lot for reaching out and I'm really sorry for the inconvenience caused here. Looks like we've messed up a little. When placing the broadband order, due to agent error, something on our end called the Broadband install diary was not updated, meaning a router has not been ordered, and the broadband, despite being live, has not been activated.

Do you have a third party router at all? If so, I'd be able to activate your broadband today, and you could use that until ours arrived.

If not, please let us know when your Plusnet router arrives, and we'll manually activate your broadband service.

I don't want to activate it today, if you don't have a third party router,, as it'll trigger the billing cycle, meaning you'll be charged for a broadband service that you don't have.

Re: No update for a month

AabbC2022 — Mon, 22 Nov 2021 16:14:11 GMT

Hi Adam,
Thank you for getting back to me.
The router has now been delivered, so if the Wifi could be activated manually as soon as possible, it would be greatly appreciated.
Best regards,
Stephanie

Re: No update for a month

Gandalf — Mon, 22 Nov 2021 16:40:16 GMT

Hi Stephanie,

I've just done that for you now. Let us know how it goes once you've setup your router.